Director of Operations - Alberta
About the role
Job Title: Director of Operations
Location: Edmonton, Alberta
Status: Full Time, Permanent
Mid Range Salary: $100,000
Job Overview:
The Director of Operations oversees and manage of the daily operations of janitorial services across multiple client sites. You’ll ensure consistent delivery of high-quality, compliant, and efficient cleaning services, while leading a team of supervisors, managers, cleaning staff, and subcontractors. Additionally, you will be accountable for conducting site inspections, leading monthly client engagement meetings, and optimizing operational processes for cost control and service excellence. In this critical role, you will be the face of our company for the client(s) and will provide excellent customer service by building meaningful relationships and maintaining client satisfaction by coordinating between our internal teams and the client(s) to provide exceptional service.
This position requires a talented and experienced individual who can communicate well with clients on a daily basis and can also manage the staffing and service levels of our operations teams across their given geographic portfolio. The successful candidate must be comfortable taking on both strategic and tactical, hands-on work, they will have a proven track record of building teams and be the type of leader who is willing to pitch in wherever needed in order to succeed.
Duties and Responsibilities
1. Operational Leadership & Strategy:
- Develop and implement operational strategies for janitorial services that align with Alpine’s goals and client needs.
- Oversight of daily the janitorial operations across client locations, ensuring service levels meet or exceed Alpine’s high-quality standards.
- Collaborate with stakeholders to identify opportunities for operational efficiency and implement solutions to enhance service quality.
- Manage staffing, scheduling, and resource allocation to optimize productivity to meet or exceed client expectations.
2. Client Relationship Management:
- Build and maintain a positive working relationship with your clients and stakeholders in Alpine.
- Address client concerns promptly, implement solutions to mitigate recurring issues.
- Client Engagement Meetings: Spearhead monthly meetings with clients to review service performance, discuss feedback, identify opportunities to expand services, while strengthen relationships. Use these meetings to proactively address concerns and enhance client satisfaction.
- Act as the primary point of contact for client concerns, ensuring to address concerns quickly and effectively
3. Quality Assurance & Compliance:
- Monthly Site Inspections: Conduct comprehensive site inspections utilizing Orange QC or other Quality tools at each client location at least once per month to assess service quality, cleanliness, safety compliance, and adherence to client-specific requirements. Document findings and develop action plans to address any issues.
- Implement robust quality control measures to ensure all janitorial staff adhere to industry standards, client specifications, and Alpine’s service protocols.
- Conduct routine audits and site inspections to ensure compliance with safety standards, environmental practices, and client requirements.
- Ensure all janitorial staff and/or subcontractors are well-trained on safety protocols, proper chemical use, and safe work practices, including the proper use of PPE.
- Monitor the performance of all cleaning staff and/or subcontractors adjust operations as necessary to maintain high service levels and client satisfaction. Identify and implement process improvements.
4. Team Leadership & Development:
- Lead, mentor, and manage a team of supervisors, cleaners and/or subcontractors as applicable to ensure efficient and high-quality service delivery, performance and safety.
- Conduct regular training, coaching, and performance evaluations for staff to enhance team performance and morale.
- Foster a positive work culture through continuous feedback, employee engagement, and commitment to professional development.
- Manage staff scheduling and ensure appropriate coverage, especially during peak hours or special client needs.
5. Budget & Resource Management:
- Continuously assess and refine operational processes, identifying opportunities to improve efficiency, reduce costs, and enhance service quality.
- Implement process improvements, such as automating scheduling, upgrading cleaning technologies, and introducing new operational workflows to maximize productivity.
- Promote best practices and operational innovations to ensure the team remains competitive and efficient in-service delivery.
6. Process Improvement & Operational Efficiency:
- Continuously assess and refine operational processes, identifying opportunities to improve efficiency, reduce costs, and enhance service quality.
- Implement process improvements, such as automating scheduling, upgrading cleaning technologies, and introducing new operational workflows to maximize productivity.
- Promote best practices and operational innovations to ensure the team remains competitive and efficient in-service delivery.
7. Health, Safety & Environmental Sustainability:
- Ensure compliance with health and safety regulations across all client sites.
- Promote and implement environmentally friendly cleaning practices, such as using eco-friendly products and reducing waste through recycling and sustainable methods.
- Stay updated on industry trends and innovations, including green cleaning solutions and sustainable products.
8. Reporting & Performance Monitoring:
- Track and report on key performance indicators (KPIs) such as client satisfaction, service quality, employee productivity, budget adherence, and site inspections.
- Prepare regular operational reports for senior management, detailing key performance metrics, client feedback, and areas for improvement.
- Monitor and analyze client feedback, service delivery audits, and performance metrics to proactively resolve issues and enhance overall service quality.
Qualifications and Requirements
- A minimum of 5 years of hands-on business operations and account management leadership experience in a challenging and demanding work environment – preferably in Janitorial Operations.
- A bachelor’s degree in a related field is considered an asset.
- Must possess operational knowledge of related industry (Prefer previous operations management experience within the building maintenance industry).
- A full understanding of budgeting and costing in relation to an account, ability to implement changes where areas are underperforming and take best practices from performing areas.
- Professional approach to the client and the diverse workforce in the industry.
- Ability to raise concerns with the client on a professional level as well as to foresee potential issues that may arise based on conditions and unforeseen events.
- Confidence to speak up and push back diplomatically and respectfully.
- Effective leadership skills are essential in this role.
- Ability to support sales growth by identifying adjacent or growth opportunities.
- Experience conducting quality assurance audits.
- Friendly, outgoing personality with excellent communication and relationship management skills.
- Proven presentation skills and experience in public speaking.
- Must be self-motivated, outgoing, and energetic with a high level of commitment.
We are an equal opportunity employer and welcome applications for all who are eligible to apply. We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued and respected. Due to the nature of our services, some of our positions require a security clearance and/or a criminal and credit check. If you are a successful candidate, you may be asked to consent to a background check and security clearance. For positions with access to financial data or funds, your credit must be in good standing. Eligibility to Work in Canada: It’s important that you are legally eligible to work in Canada at the time an offer of employment is made. You may be requested to provide proof of eligibility at that time.
About Alpine Building Maintenance
Over the past 40 years, Alpine has grown to become one of Canada’s leading janitorial and building maintenance services providers in Canada, with locations from Vancouver Island to Gatineau, Quebec. Given the global pandemic we have been facing since March 2020, our work and the services we provide have become more important than ever. Keeping buildings and business clean and safe allows employees, customers, and the general public to feel secure as they go about their lives, helps to keep the economy open, and keeps people working. Our work matters, and our employees matter.
We are glad to have you join us and we look forward to working with you!
Director of Operations - Alberta
About the role
Job Title: Director of Operations
Location: Edmonton, Alberta
Status: Full Time, Permanent
Mid Range Salary: $100,000
Job Overview:
The Director of Operations oversees and manage of the daily operations of janitorial services across multiple client sites. You’ll ensure consistent delivery of high-quality, compliant, and efficient cleaning services, while leading a team of supervisors, managers, cleaning staff, and subcontractors. Additionally, you will be accountable for conducting site inspections, leading monthly client engagement meetings, and optimizing operational processes for cost control and service excellence. In this critical role, you will be the face of our company for the client(s) and will provide excellent customer service by building meaningful relationships and maintaining client satisfaction by coordinating between our internal teams and the client(s) to provide exceptional service.
This position requires a talented and experienced individual who can communicate well with clients on a daily basis and can also manage the staffing and service levels of our operations teams across their given geographic portfolio. The successful candidate must be comfortable taking on both strategic and tactical, hands-on work, they will have a proven track record of building teams and be the type of leader who is willing to pitch in wherever needed in order to succeed.
Duties and Responsibilities
1. Operational Leadership & Strategy:
- Develop and implement operational strategies for janitorial services that align with Alpine’s goals and client needs.
- Oversight of daily the janitorial operations across client locations, ensuring service levels meet or exceed Alpine’s high-quality standards.
- Collaborate with stakeholders to identify opportunities for operational efficiency and implement solutions to enhance service quality.
- Manage staffing, scheduling, and resource allocation to optimize productivity to meet or exceed client expectations.
2. Client Relationship Management:
- Build and maintain a positive working relationship with your clients and stakeholders in Alpine.
- Address client concerns promptly, implement solutions to mitigate recurring issues.
- Client Engagement Meetings: Spearhead monthly meetings with clients to review service performance, discuss feedback, identify opportunities to expand services, while strengthen relationships. Use these meetings to proactively address concerns and enhance client satisfaction.
- Act as the primary point of contact for client concerns, ensuring to address concerns quickly and effectively
3. Quality Assurance & Compliance:
- Monthly Site Inspections: Conduct comprehensive site inspections utilizing Orange QC or other Quality tools at each client location at least once per month to assess service quality, cleanliness, safety compliance, and adherence to client-specific requirements. Document findings and develop action plans to address any issues.
- Implement robust quality control measures to ensure all janitorial staff adhere to industry standards, client specifications, and Alpine’s service protocols.
- Conduct routine audits and site inspections to ensure compliance with safety standards, environmental practices, and client requirements.
- Ensure all janitorial staff and/or subcontractors are well-trained on safety protocols, proper chemical use, and safe work practices, including the proper use of PPE.
- Monitor the performance of all cleaning staff and/or subcontractors adjust operations as necessary to maintain high service levels and client satisfaction. Identify and implement process improvements.
4. Team Leadership & Development:
- Lead, mentor, and manage a team of supervisors, cleaners and/or subcontractors as applicable to ensure efficient and high-quality service delivery, performance and safety.
- Conduct regular training, coaching, and performance evaluations for staff to enhance team performance and morale.
- Foster a positive work culture through continuous feedback, employee engagement, and commitment to professional development.
- Manage staff scheduling and ensure appropriate coverage, especially during peak hours or special client needs.
5. Budget & Resource Management:
- Continuously assess and refine operational processes, identifying opportunities to improve efficiency, reduce costs, and enhance service quality.
- Implement process improvements, such as automating scheduling, upgrading cleaning technologies, and introducing new operational workflows to maximize productivity.
- Promote best practices and operational innovations to ensure the team remains competitive and efficient in-service delivery.
6. Process Improvement & Operational Efficiency:
- Continuously assess and refine operational processes, identifying opportunities to improve efficiency, reduce costs, and enhance service quality.
- Implement process improvements, such as automating scheduling, upgrading cleaning technologies, and introducing new operational workflows to maximize productivity.
- Promote best practices and operational innovations to ensure the team remains competitive and efficient in-service delivery.
7. Health, Safety & Environmental Sustainability:
- Ensure compliance with health and safety regulations across all client sites.
- Promote and implement environmentally friendly cleaning practices, such as using eco-friendly products and reducing waste through recycling and sustainable methods.
- Stay updated on industry trends and innovations, including green cleaning solutions and sustainable products.
8. Reporting & Performance Monitoring:
- Track and report on key performance indicators (KPIs) such as client satisfaction, service quality, employee productivity, budget adherence, and site inspections.
- Prepare regular operational reports for senior management, detailing key performance metrics, client feedback, and areas for improvement.
- Monitor and analyze client feedback, service delivery audits, and performance metrics to proactively resolve issues and enhance overall service quality.
Qualifications and Requirements
- A minimum of 5 years of hands-on business operations and account management leadership experience in a challenging and demanding work environment – preferably in Janitorial Operations.
- A bachelor’s degree in a related field is considered an asset.
- Must possess operational knowledge of related industry (Prefer previous operations management experience within the building maintenance industry).
- A full understanding of budgeting and costing in relation to an account, ability to implement changes where areas are underperforming and take best practices from performing areas.
- Professional approach to the client and the diverse workforce in the industry.
- Ability to raise concerns with the client on a professional level as well as to foresee potential issues that may arise based on conditions and unforeseen events.
- Confidence to speak up and push back diplomatically and respectfully.
- Effective leadership skills are essential in this role.
- Ability to support sales growth by identifying adjacent or growth opportunities.
- Experience conducting quality assurance audits.
- Friendly, outgoing personality with excellent communication and relationship management skills.
- Proven presentation skills and experience in public speaking.
- Must be self-motivated, outgoing, and energetic with a high level of commitment.
We are an equal opportunity employer and welcome applications for all who are eligible to apply. We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued and respected. Due to the nature of our services, some of our positions require a security clearance and/or a criminal and credit check. If you are a successful candidate, you may be asked to consent to a background check and security clearance. For positions with access to financial data or funds, your credit must be in good standing. Eligibility to Work in Canada: It’s important that you are legally eligible to work in Canada at the time an offer of employment is made. You may be requested to provide proof of eligibility at that time.
About Alpine Building Maintenance
Over the past 40 years, Alpine has grown to become one of Canada’s leading janitorial and building maintenance services providers in Canada, with locations from Vancouver Island to Gatineau, Quebec. Given the global pandemic we have been facing since March 2020, our work and the services we provide have become more important than ever. Keeping buildings and business clean and safe allows employees, customers, and the general public to feel secure as they go about their lives, helps to keep the economy open, and keeps people working. Our work matters, and our employees matter.
We are glad to have you join us and we look forward to working with you!